Customer Support Leader

• The successful candidate will join Support Organization within Schneider Electric's Digital Grid (DG) Business Unit (BU), being responsible for effectively managing post go-live support activities in Brazil region for the following DG's Software Suites: Advance Distribution Management System (ADMS), Grid Metering Operation (GMO) and ArcFM Solution (ArcFM).
• The essential responsibility of this role will be to drive continuous improvement in support processes and customer satisfaction, ensuring the smooth operation and high-performance of DG's Software Suites.
• The successful candidate will have the right balance of skills across technical knowledge, leadership capabilities and customer support service.

Responsibilities

• Lead and inspire a team of software support engineers to deliver exceptional service and support to customers within assigned region.
• Collaborate closely with customers to understand their needs, address concerns, and foster positive relationships, serving as a trusted advisor and escalation point when necessary.
• Work closely with other departments, including sales, engineering, and product development, to communicate customer feedback, prioritize product enhancements, and ensure a seamless customer experience.
• Maintain accurate records of customer interactions, technical issues and resolutions, and generate regular reports to track performance and trends.
• Analyse support metrics and customer feedback to drive continuous improvement initiatives.
• Stay updated on industry trends and technology advancements to enhance support services.

Qualifications

• Qualified to degree level in relevant discipline (Engineering and/or Software Business).
• Customer-centric mindset with a passion for delivering exceptional service and support.
• Proven leadership capabilities, including team-building, coaching, and conflict resolution skills.
• Proven experience in technical support roles, with experience in a leadership or supervisory capacity including the management of remote employees.
• Ability to thrive in a fast-paced environment, prioritize tasks effectively, and adapt to changing priorities.
• Advanced knowledge of power distribution systems, power transmissions systems and electric Utility segment.
• Excellent communication skills with ability to explain technical issues to different audiences.
• Experience working with CRM systems and support ticketing platforms is preferred.
• Portuguese and English fluent level is essential, fluent level in Spanish is a plus.

Why us?

At Schneider Electric we're committed to creating a workplace that gives you not just a job but a meaningful purpose in joining our mission to bring energy and efficiency to enable life, progress and sustainability for all.

We believe in e mpowering our team members to reach their full potential, fostering a sense of ownership in their work.

We embrace inclusion as a fundamental value, ensuring that every voice is heard and valued. We value differences, and welcome people from all walks of life. We believe in equal opportunities for everyone, everywhere.

If you want to be part of a company where your contributions truly matter, where you are empowered to make a difference and where inclusivity is valued, we would love to hear from you.

Discover your M eaningful, Inclusive and Empowered career at Schneider Electric.

34.2bn global revenue
+12% organic growth
135 000+ employees in 100+ countries
#1 on the Global 100 World's most sustainable corporations

You must submit an online application to be considered for any position with us. This position will be posted until filled

Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best.

We mirror the diversity of the communities in which we operate and we 'embrace different' as one of our core values. We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do. This extends to our Candidates and is embedded in our Hiring Practices.

You can find out more about our commitment to Diversity, Equity and Inclusion here and our DEI Policy here

Schneider Electric is an Equal Opportunity Employer. It is our policy to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color , gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct.